Note: Most Limited Editions will be sent using USPS Priority Mail® due to their size and weight.

International Shipping Restrictions

The NISA Online Store is able to ship to many locations around the world. However, we are unable to ship to addresses in the PAL region. Attempting to create an order on our store using a shipping address in the PAL region will result in the error message of "Sorry, no quotes are available for this order at this time." To check if you are in the PAL region, please view the list of countries provided below.

If you live within the PAL region, please visit our sister site NISA Europe Online Store. The NISA Europe Online Store was created in order to give our fans in Europe and Australia a place where they can order PAL versions of items, if we have the opportunity to offer them. Please note--although we always try to bring our titles to as many regions as we can, we are not always able to make all titles available in both the NISA Online Store as well as the NISA Europe Online Store.

Please also note that due to licensing restrictions, NISA Online Store is unable to ship any items to Japan. We apologize for any inconvenience this may cause.

Return Policy

We will accept returns of damaged/defective products if we are contacted by the customer within 14 days of the delivery confirmation on your tracking number.

Returns will require the following:1) The item MUST be in its original plastic shrinkwrap. 2) The return must be approved by an NISA Online Store representative. Please contact us at storesupport@nisamerica.com.

Note: If your order has already shipped before you request to cancel your order, we will have to ask for you to pay for the return shipping. Please note that in many cases, orders can instead be marked as "RETURN TO SENDER" or refused upon delivery to have it sent back to us at no further charge. We appreciate your understanding.

Giclees are not eligible for returns or exchanges, as they are made to order.

Exchange/Replacement Policy

We are happy to do our best to help address any damage claims created within 14 days of the delivery date as shown on your tracking number, and if replacement components are available. Due to the low quantity made of our Limited Editions and other products, we only have a certain amount of replacement components and items available specifically for this use. These replacements are available only while supplies last.

Please detail what is damaged within your order, and we will do our best to offer a replacement component. In most cases we have replacement outerboxes, art books, soundtracks, and other components available to send as replacement units.

If a full replacement is needed for your product, and we have sufficient stock to replace your unit, then we will provide a shipping label for you to use, and ask for your product to be shipped back to our office. Once we receive the item, we will be able to ship you one replacement. All our products are packed with great care in preparation for shipment, although we cannot control all aspects of the shipping process as it is handled by a third party. If additional assistance is needed after the first replacement, we will need for the customer to pay for shipping on any additional replacements.

Please note that we are only able to accept full units for replacement if they are still sealed. Additionally, a replacement may not be shipped until the damaged unit is shipped back to our address.

Please send any damage claims to storesupport@nisamerica.com

Order Limitations

Due to the limited quantities of our products, the NISA Online Store reserves the right to adjust orders that exceed 3 units of one Limited Edition product. A customer is allowed to order over 3 units, but please be aware that we may change the quantity back down to 3 units of that one product at our discretion. We will notify customers in the event their order has been modified.

Orders above $500 are monitored for possible fraudulent activity.

Sales Tax

Our Online Store charges sales tax to all shipping addresses located in California, Washington, and Texas.

Reward Points

Reward points are a way for customers to earn discounts on their Online Store purchases!

Customers with NISA Online Store accounts receive 5 Reward Points for every whole dollar spent on the store. Reward Points can be redeemed during checkout once you reach a balance of at least 500 reward points. There is no limit to the amount of Reward Points you can earn and they never expire.

Frequently Asked Questions

What is a preorder?

A preorder is an order placed for an item that is not yet available. Placing a preorder reserves a copy of this item for fulfillment at a future date. This means that the item will not ship directly after your order is placed, but later, once the item is available. You can reference the date or period during which your preorder item is scheduled for release in the left hand side of the item’s store page, adjacent to the preorder button.

Because preorder items are not yet in stock, we do not charge for preorders when an order is placed. For more information, please see “Payment/Billing”, section “When is payment taken for preorders?”

Will I receive my Limited Edition on release day?

We begin shipping orders a few days before a title's release date. In most cases, customers receive their orders by the release date. Although we do always try to have items arrive by the release date, factors such as weather, holidays, or other events impacting the delivery service mean that we cannot guarantee a delivery date.

Please note that if your order contains multiple preorder items that have different release dates, the order will not ship until all items have been released. For more information, please see the help topic immediately below. If you have any questions about your delivery, please reference your tracking number, or feel free to contact us!

What happens if I order additional items with a preorder?

We ship orders to our customers once all items in the order are available to ship.

Example: If you preorder two items in the same order, "Product A" releases May 9th and the other item in your order "Product B" releases on June 1st, then both items will not ship until the last item is ready, meaning your order will not ship until shortly before June 1st.

Preordering multiple items together in this fashion allows customers to combine shipping for a lower cost, or to add multiple items together to reach the minimum required to get free shipping.

If you are interested in receiving your orders separately, we can help you arrange that! Please note that splitting orders apart may require you to pay shipping charges for one or more of the new orders.

Do out of stock products ever become available again?

Typically we do not restock any items and most products are available only once on our store. This is especially true with our Limited Editions! Because of this, we highly recommend on placing preorders on items you are interested in. This is the best way to ensure you can receive the product you are looking for.

Once an item has gone out of stock, there is a possibility for copies to return to our store following customer cancellations or returns, the cancellation of customer orders that remained unpaid for a period of time after the item's release, or by the release of copies initially held for lost/damaged item replacement back into sellable inventory. You can request to be automatically notified in the event that an item receives additional stock by using the link on the item's product page: "SIGN UP TO GET NOTIFIED WHEN THIS PRODUCT IS BACK IN STOCK."

Why does my order still say Processing?

Orders will show as "Processing" on the NISA Online Store until they have been confirmed as shipped. Typically, the only two order statuses a customer will see for their order are "Processing" and "Complete". Even if your order has been billed, it will still show as "Processing" until it has been shipped.

How can I make a change to an existing order? (Cancellation, order modification, change of address, change of payment method, etc.)

Customers are unable to modify orders that have already been created. Please contact us and we will be happy to make those changes for you!

Send us an email at storesupport@nisamerica.com, or click the green "Help" button at the bottom right of any store page. Please let us know your order number as well as what changes you would like made to your order.

Please note that we may be unable to update customer information for orders that contain a preorder that is one week from its release date, or orders of in-stock items once they have been placed, as the orders may already be preparing for shipment in our warehouse.

Why hasn't my order shipped?

Most commonly, orders have not shipped because either 1) the order contains preorder items that have not yet been released yet, or 2) because there was an issue during the billing process.

Please contact us at storesupport@nisamerica.com with your order number, and we will happily look into the reason why your order has not shipped.

When is payment taken for preorders?

We do not take payment for a preordered item until about two weeks before an item's release. An authorization to your payment method will be created when your order is first placed, but will expire, at which point the funds will become available again. We will usually send out a notification email a few weeks before an item's release to inform you about when the billing for your item will take place.

Please note that if any changes to your billing method occur after you place your order but before it is billed, such as a card being reissued or your billing address changing, your order may need to be updated with this new information. Otherwise, your order may fail billing, and may not be shipped to you.

Why was I charged early? / Why did my payment expire and return to my balance?

When you first place your order, we take an authorization for the full amount of your order. An authorization will hold funds aside in your bank account to see if the form of payment you listed is valid, and does not represent the final charge for your order. Although we do not take any funds from you at this time, the authorization will hold the funds aside and they will be unavailable until the authorization expires. For credit cards, it typically expires 6-10 business days after it is placed. PayPal payments can take up to 30 days to show as expired. The exact amount of time depends on your financial institution. After the authorization expires, the money it was holding aside will be returned to your account. If an authorization has not expired by these time frames, please contact your financial institution directly. The NISA Online Store is not able to void authorizations directly for credit cards.

PayPal users: If you need to have a PayPal transaction ID for an active order voided, you may contact us at storesupport@nisamerica.com to do so. Please note that we may need to issue a PayPal invoice in its place if you are still interested in receiving your order.

Why can't I select shipping? I just get the message "Sorry, no quotes are available for this order at this time."

The NISA Online Store is able to ship to many locations around the world. However, we are unable to ship to addresses in the PAL region. Attempting to create an order on our store using a shipping address in the PAL region will result in the error message of "Sorry, no quotes are available for this order at this time." To check if you are in the PAL region, please view the list of countries provided below.

If you live within the PAL region, please visit our sister site NISA Europe Online Store. The NISA Europe Online Store was created in order to give our fans in Europe and Australia a place where they can order PAL versions of items, if we have the opportunity to offer them. Please note--although we always try to bring our titles to as many regions as we can, we are not always able to make all titles available in both the NISA Online Store as well as the NISA Europe Online Store.

Please also note that due to licensing restrictions, NISA Online Store is unable to ship any items to Japan. We apologize for any inconvenience this may cause.

Preorders, Limited Editions and Product Availability

Limited Edition Stock Meter

To help make sure that you do not miss out on the NISA Limited Editions we sell in our NISA Online Store, we have a stock meter to help give you an idea of how many units remain of our available products. Below is a listing of each status and what it means:

Stock Meter 76% - 100%: Just started! We have most of our stock available!Stock Meter 51% - 75%: We have sold at least a quarter of our stock that we have available. Stock Meter 26% - 50%: We have sold over half of our stock! Stock Meter 11% - 25%: Less than a quarter of our stock is available.Stock Meter 6% - 10%: We have at most one tenth of our stock that is still available.Stock Meter 0% - 5%: We have less than 5% of our stock available. This can also mean that there are no more remaining units. In this case, placing an order results in a "Requested Quantity Not Available" message.

In many cases, a Limited Edition will sell out within the month prior to its release. When a title's release date is less than a month away, or when a title has less than 25% stock remaining, it may start to sell out at a faster rate as customers start to place their last minute orders. If you are interested in receiving a Limited Edition, be sure to place an order while you can!

Once an item is sold out, there is a possibility for copies to return to our store following a customer cancellation or return. You may wish to sign up for a product alert on a product's Online Store page to receive a message if we are able to make additional copies available. Please note--the items may return to our store in low quantities, and we cannot guarantee how long they will be available until they are sold out.

Note: If you find yourself looking for one of our sold out products, we recommend checking out the NISA Online Store pages 1 to 2 weeks before the release date as most of product order cancellations occur during this timeframe.

Order Limitations

Due to the limited quantities of our products, the NISA Online Store reserves the right to adjust orders that exceed 3 units of one Limited Edition product. A customer is allowed to order over 3 units, but please be aware that we may change the quantity back down to 3 units of that one product at our discretion. We will notify customers in the event their order has been modified.

Orders above $500 are monitored for possible fraudulent activity.

Out of Stock items

If an item you are interested in is showing an "Out of Stock" status, or if you receive the message "Requested Quantity Not Available" when trying to add an item to your cart, this means the item has no more units in stock.

Typically we do not restock any items and most products are available only once on our store. This is especially true with our Limited Editions! Because of this, we highly recommend on placing preorders on items you are interested in. This is the best way to ensure you can receive the product you are looking for.

Once an item has gone out of stock, there is a possibility for copies to return to our store following customer cancellations or returns, the cancellation of customer orders that remained unpaid for a period of time after the item's release, or by the release of copies initially held for lost/damaged item replacement back into sellable inventory. You can request to be automatically notified in the event that an item receives additional stock by using the link on the item's product page: "SIGN UP TO GET NOTIFIED WHEN THIS PRODUCT IS BACK IN STOCK."

Will I receive my Limited Edition on release day?

We begin shipping orders a few days before a title's release date. In most cases, customers receive their orders by the release date. Although we do always try to have items arrive by the release date, factors such as weather, holidays, or other events impacting the delivery service mean that we cannot guarantee a delivery date.

Please note that if your order contains multiple preorder items that have different release dates, the order will not ship until all items have been released. For more information, please see the help topic immediately below. If you have any questions about your delivery, please reference your tracking number, or feel free to contact us!

What happens if I order additional items with a preorder?

We ship orders to our customers once all items in the order are available to ship.

Example: If you preorder two items in the same order, "Product A" releases May 9th and the other item in your order "Product B" releases on June 1st, then both items will not ship until the last item is ready, meaning your order will not ship until shortly before June 1st.

Preordering multiple items together in this fashion allows customers to combine shipping for a lower cost, or to add multiple items together to reach the minimum required to get free shipping.

If you are interested in receiving your orders separately, we can help you arrange that! Please note that splitting orders apart may require you to pay shipping charges for one or more of the new orders.

When do I get charged for my preorder?

We do not take payment for a preordered item until about two weeks before an item's release. An authorization to your payment method will be created when your order is first placed, but will expire, at which point the funds will become available again.

When you first place your order, we take an authorization for the full amount of your order. An authorization will hold funds aside in your bank account to see if the form of payment you listed is valid, and does not represent the final charge for your order. Although we do not take any funds from you at this time, the authorization will hold the funds aside and they will be unavailable until the authorization expires. For credit cards, it typically expires 6-10 business days after it is placed. PayPal payments can take up to 30 days to show as expired. The exact amount of time depends on your financial institution. After the authorization expires, the money it was holding aside will be returned to your account. If an authorization has not expired by these timeframes, please contact your financial institution directly. The NISA Online Store is not able to void authorizations directly for credit cards.

Please note that if any changes to your billing method have happened after you place your order but before it is billed, such as a card being reissued or your billing address changing, your order may need to be updated with this new information. Otherwise, your order may fail billing, and may not be shipped to you.

PayPal users: If you need to have a PayPal transaction ID for an active order voided, you may contact us at storesupport@nisamerica.com to do so. Please note that we may need to issue a PayPal invoice in its place if you are still interested in receiving your order.

What happens if I am unable to pay for my order during billing?

If your order is not able to be successfully billed during our billing cycle before an item's release, your order will be placed on hold and you will be sent a billing failure notification with instructions on how to resolve your issue. Your order will not be cancelled at this time. Please contact us and provide your order number so that we may help you set up a new payment.

Orders that remain unpaid in excess of two months are subject to cancellation.

My order was damaged or lost, but the item is sold out! Will I still get my item?

We reserve a small amount of units aside during our release for use as replacement units. Even if an item is sold out, please contact us and we will be happy to help the best we can.

Reserve units are eventually returned to sellable stock once we can guarantee that all preorders for that item are able to be fulfilled without issue.

What does the sticker on my Limited Edition mean?

Some of our Limited Editions are released for multiple platforms. In the instance that a release shares an outer box with another simultaneous release, we will label them with a sticker that indicates the game’s platform in order to help tell these items apart.

The stickers indicate the following:

“For Home Device” -- for non-portable devices designed for use on a separate monitor

“For Portable Device” -- for strictly portable devices that do not use a separate monitor

“For Hybrid Device” -- for devices both portable and designed for use on a separate monitor

Payment/Billing

When is payment taken for preorders?

We do not take payment for a preordered item until about two weeks before an item's release. An authorization to your payment method will be created when your order is first placed, but will expire, at which point the funds will become available again. We will usually send out a notification email a few weeks before an item's release to inform you about when the billing for your item will take place.

Please note that if any changes to your billing method occur after you place your order but before it is billed, such as a card being reissued or your billing address changing, your order may need to be updated with this new information. Otherwise, your order may fail billing, and may not be shipped to you.

Why was I charged early?

When you first place your order, we take an authorization for the full amount of your order. An authorization will hold funds aside in your bank account to see if the form of payment you listed is valid, and does not represent the final charge for your order. Although we do not take any funds from you at this time, the authorization will hold the funds aside and they will be unavailable until the authorization expires. For credit cards, it typically expires 6-10 business days after it is placed. PayPal payments can take up to 30 days to show as expired. The exact amount of time depends on your financial institution. After the authorization expires, the money it was holding aside will be returned to your account. If an authorization has not expired by these timeframes, please contact your financial institution directly. The NISA Online Store is not able to void authorizations directly for credit cards.

PayPal users: If you need to have a PayPal transaction ID for an active order voided, you may contact us at storesupport@nisamerica.com to do so. Please note that we may need to issue a PayPal invoice in its place if you are still interested in receiving your order.

What happens if there's an issue with my payment?

If we are unable to bill your order, it will not be cancelled. Instead, your order will be placed on hold and we will promptly contact you. However, if we do not hear back from you after several attempts to contact you, then your order may be cancelled. We won't be able to process or ship your order until the payment issue is resolved, but as long as your order is on hold, your items will stay reserved for you.

Orders that remain unpaid in excess of two months are subject to cancellation.

Why did my payment expire and return to my balance?

When you first place your order, we take an authorization for the full amount of your order. An authorization will hold funds aside in your bank account to see if the form of payment you listed is valid, and does not represent the final charge for your order. Although we do not take any funds from you at this time, the authorization will hold the funds aside and they will be unavailable until the authorization expires. For credit cards, it typically expires 6-10 business days after it is placed. PayPal payments can take up to 30 days to show as expired. The exact amount of time depends on your financial institution. After the authorization expires, the money it was holding aside will be returned to your account. If an authorization has not expired by these timeframes, please contact your financial institution directly. The NISA Online Store is not able to void authorizations directly for credit cards.

I have a payment confirmation from PayPal, but I never received an order confirmation from the NISA Online Store.

As it turns out, when our Online Store is experiencing high-volume traffic, we sometimes have issues with PayPal purchases not being created correctly. A PayPal Transaction ID is created, but an order is not placed in our system.

The PayPal Transaction IDs that are created when this problem occurs are authorization holds, to check if your payment method is valid. PayPal authorizations will show as expired after as many as 30 days. Since the order was not linked correctly, you will not be charged for items that you did not purchase.

Please try ordering again. You will know an order has been created correctly when you receive a confirmation email from both the NISA Online Store and PayPal.

What payment methods do you accept?

We accept payment by all major credit cards (VISA, MasterCard, American Express, and Discover) and PayPal. We do not accept cash, checks, or money orders.

We will accept prepaid cards, as long as they are backed by of one of the above credit card companies. Please note: in some cases, authorizations placed onto prepaid cards will not expire, even if we have not collected payment. This is at the discretion of the financial institution that operates the prepaid card. We recommend holding onto any prepaid cards used to place an order on our Online Store until you have received your items, in the event that there is a problem with payment.

How do PayPal invoices work?

We may send you a PayPal invoice to collect your updated payment information in the event that your payment method needs to be changed. You do not need a PayPal account to use these invoices. You will be able to use the invoice to set up a new payment by credit card. Before submitting payment, we request you review your order information to ensure all order details, such as your shipping address, are satisfactory.

Funds will be removed from your account once you have completed the invoice. If you are not ready to pay for the order, you do not need to submit payment until the release date of the final item in your order. You can hold onto the invoice until a later time when you are ready to make payment.

What currency does the NISA Online Store use?

The NISA Online Store will process all transactions using the US Dollar (USD). If you are using a payment method linked to another form of currency, the exchange rate will be determined by your financial institution at the time your payment is collected.

How do I track my orders?

Additionally, customers with NISA Online Store accounts can track their orders by logging in and viewing them under the My Orders tab.

Viewing orders will allow you to also see any tracking numbers or DLC codes associated with the order, once the order has shipped.

Why can't I see an order I placed under my NISA Online Store account?

Orders will appear under the My Orders tab if you are logged into your Online Store account when the order is first placed. If you cannot see an order you placed in the My Orders tab when logged in, it may be because you were not logged in at the time you placed the order.

Please contact us if you think this is the case--we can easily link any orders to your account! Please let us know any billing names, shipping names, or alternate email addresses you may have used to place the order to help us locate any missing orders.

How do reward points work?

For every completed order that is linked to an NISA Online Store account, you will receive 5 reward points for every whole dollar spent, before tax and shipping are calculated. These points will be stored in your account, and do not expire!

Once you have a balance of at least 500 reward points, you will be able to redeem the points at our checkout screen. Every 100 points will give you a discount of $1.

Using reward points will not impact any free shipping offers, if the new balance falls below the free shipping threshold.

Why can't I redeem my reward points?

In order to redeem reward points during the checkout process, you must have a balance of at least 500 reward points, and be logged into your NISA Online Store account. A check box will appear under "Payment Method" allowing you to redeem your reward points.

PayPal users, please note that you will not be able to redeem reward points using PayPal Express Checkout. If you wish to redeem your points, please use our store's checkout page. You will have an option to redeem your reward points, as well as pay via PayPal.

Domestic Shipping within USA

Free Domestic Shipping Offer

All orders that are shipping to domestic (USA and its territories) addresses and are over $74.98 USD before shipping qualify for our free shipping offer!

The method used for free shipping will vary depending on the weight or contents of your order. The breakdown of the free shipping methods we offer is as follows:

The times posted here are not absolute and are instead averages presented on the postal service websites. Each shipment time may vary.

Will I get a tracking number?

Once an order has been shipped, the tracking number becomes available. Once available, our system will send you this information to your email address on file! This information will also be posted into the order on the NISA Online Store, and can be viewed athttps://store.nisamerica.com/sales/guest/form

Will I receive my Limited Edition on release day?

We begin shipping orders a few days before a title's release date. In most cases, customers receive their orders by the release date. Although we do always try to have items arrive by the release date, factors such as weather, holidays, or other events impacting the delivery service mean that we cannot guarantee a delivery date.

Please note that if your order contains multiple preorder items that have different release dates, the order will not ship until all items have been released. For more information, please see the help topic immediately below. If you have any questions about your delivery, please reference your tracking number, or feel free to contact us!

What happens if I order additional items with a preorder?

We ship orders to our customers once all items in the order are available to ship.

Example: If you preorder two items in the same order, "Product A" releases May 9th and the other item in your order "Product B" releases on June 1st, then both items will not ship until the last item is ready, meaning your order will not ship until shortly before June 1st.

Preordering multiple items together in this fashion allows customers to combine shipping for a lower cost, or to add multiple items together to reach the minimum required to get free shipping.

If you are interested in receiving your orders separately, we can help you arrange that! Please note that splitting orders apart may require you to pay shipping charges for one or more of the new orders.

How long does it take for my order to ship?

Typically, most orders are shipped within 3 business days if it does not contain a preorder item. Please note that NIS America, Inc. as well as our warehouse facilities are not open for business and will not ship on weekends and some holidays.

How can I update my shipping or billing address?

Customers are unable to modify orders that have already been created. Please contact us and we will be happy to make those changes for you!

Send us an email at storesupport@nisamerica.com, or click the green "Help" button at the bottom right of any store page. Please let us know your order number as well as what changes you would like made to your order.

Please note that we may be unable to update customer information for orders that contain a preorder that is one week from its release date, or orders of in-stock items once they have been placed, as the orders may already be preparing for shipment in our warehouse.

International Shipping

International Shipping Restrictions

The NISA Online Store is able to ship to many locations around the world. However, we are unable to ship to addresses in the PAL region. Attempting to create an order on our store using a shipping address in the PAL region will result in the error message of "Sorry, no quotes are available for this order at this time." To check if you are in the PAL region, please view the list of countries provided below.

If you live within the PAL region, please visit our sister site NISA Europe Online Store. The NISA Europe Online Store was created in order to give our fans in Europe and Australia a place where they can order PAL versions of items, if we have the opportunity to offer them. Please note--although we always try to bring our titles to as many regions as we can, we are not always able to make all titles available in both the NISA Online Store as well as the NISA Europe Online Store.

Please also note that due to licensing restrictions, NISA Online Store is unable to ship any items to Japan. We apologize for any inconvenience this may cause.

First Class International Shipping Restrictions

NISA Online Store cannot replace or refund damaged or lost shipments for orders shipping via USPS First Class as their shipping method. Choosing this shipping method is at the customer's own risk.

This shipping method normally takes about 3 to 4 weeks to arrive at the shipping address, and is not guaranteed to provide tracking information once it leaves the United States.

Note: Typically, you will no longer receive updates on your order's shipping status once the package has left the United States, and will need to follow up with your local shipper for any additional assistance. Your tracking number given when the item was shipped from USPS will normally be used by the local shipper of the destination as well. As the tracking number may not be updated once the package leaves the United States, it is common for the last USPS update to show as "ARRIVED AT [US CITY]" even after the package has departed the United States.

USPS First Class International is the least expensive of our international shipping methods; however, it may come with little to no tracking information after US departure, which prevents us from being able to claim any assistance with the third party shipper. Additionally, since First Class international shipping also exchanges hands from USPS to the local shipper of the destination, USPS and the NISA Online Store cannot provide additional assistance if an inquiry is needed on a shipment taking longer to arrive than anticipated. Again, we caution that this shipping method is used at the customer's own risk.

Please note--If your order arrives back at our location due to an incomplete, incorrect, or undeliverable address, we will be able to reship the same item once for free. However, if the order is to return to us a second time due to a bad shipping address or incorrect/incomplete information, we will have to ask the customer to pay for the third shipment out.

Average International Shipping Times

These are the shipping times as they are presented on the official website for the United States Postal Service:

*Please note that International shipments may be delayed at Customs in the receiving country. This may happen to any shipping method, and the order may be delayed an unpredictable amount of time.

**Most orders are processed and shipped out within 3 business days from when the order is placed, unless it is for a preorder item or special order item.

Will I get a tracking number?

Once an order has been shipped, the tracking number becomes available. Once available, our system will send you this information to your email address on file! This information will also be posted into the order on the NISA Online Store, and can be viewed at https://store.nisamerica.com/sales/guest/form

Will I receive my Limited Edition on release day if I am an international customer?

We begin shipping orders a few days before a title's release date. Due to the increased time needed to ship internationally, it is not common for our customers in other countries to receive their orders by the release date. However, in most cases the customer will have already received their tracking number and will be able to track their package by this time. The exact time needed for delivery depends on what shipping method was used and the time needed for the package to clear customs in the receiving country, among other factors.

What happens if I order additional items with a preorder?

We ship orders to our customers once all items in the order are available to ship.

Example: If you preorder two items in the same order, "Product A" releases May 9th and the other item in your order "Product B" releases on June 1st, then both items will not ship until the last item is ready, meaning your order will not ship until shortly before June 1st.

Preordering multiple items together in this fashion allows customers to combine shipping for a lower cost, or to add multiple items together to reach the minimum required to get free shipping.

If you are interested in receiving your orders separately, we can help you arrange that! Please note that splitting orders apart may require you to pay shipping charges for one or more of the new orders.

Additional Customs Charges/Import Tax

Any additional charges that are accrued for customs and import taxes are to be covered by the customer. However, we do try to help where we can to avoid any additional charges on all international shipments. Please note that we are unable to lower the declared value of any orders any further. We appreciate your understanding.

My tracking number has not updated in some time, and still says "Arrived In [US City]"

Orders shipped USPS First-Class do not have guaranteed tracking updates once the item has left the United States. In a majority of instances, the package is still on its way to you. However, the tracking is simply not being updated by the carrier. In these cases, the last tracking update for the order will show that it has been received by a facility in a US city.

Customers in other countries may be able to receive tracking updates once the package reaches their country from their local postal service by referencing the USPS tracking number they were provided. For example, customers in Canada can reference their tracking numbers at www.canadapost.ca

I need to update an existing order.

Customers are unable to modify orders that have already been created. Please contact us and we will be happy to make those changes for you!

Send us an email at storesupport@nisamerica.com, or click the green "Help" button at the bottom right of any store page. Please let us know your order number as well as what changes you would like made to your order.

Please note that we may be unable to update customer information for orders that contain a preorder that is one week from its release date, or orders of in-stock items once they have been placed, as the orders may already be preparing for shipment in our warehouse.

What currency does the NISA Online Store use?

The NISA Online Store will process all transactions using the US Dollar (USD). If you are using a payment method linked to another form of currency, the exchange rate will be determined by your financial institution at the time your payment is collected.

Orders

Customers are unable to modify orders that have already been created. Please contact us and we will be happy to make those changes for you!

Send us an email at storesupport@nisamerica.com, or click the green "Help" button at the bottom right of any store page. Please let us know your order number as well as what changes you would like made to your order.

Please note that we may be unable to update customer information for orders that contain a preorder that is one week from its release date, or orders of in-stock items once they have been placed, as the orders may already be preparing for shipment in our warehouse.

How do I track my orders?

Additionally, customers with NISA Online Store accounts can track their orders by logging in and viewing them under the My Orders tab.

Viewing orders will allow you to also see any tracking numbers or DLC codes associated with the order, once the order has shipped.

Why can't I see an order I placed under my NISA Online Store account?

Orders will appear under the My Orders tab if you are logged into your Online Store account when the order is first placed. If you cannot see an order you placed in the My Orders tab when logged in, it may be because you were not logged in at the time you placed the order.

Please contact us if you think this is the case--we can easily link any orders to your account! Please let us know any billing names, shipping names, or alternate email addresses you may have used to place the order to help us locate any missing orders.

What does my order status mean?

Orders will show as "Processing" on the NISA Online Store until they have been confirmed as shipped. Typically, the only two order statuses a customer will see for their order are "Processing" and "Complete". Even if your order has been billed, it will still show as "Processing" until it has been shipped.

In the unlikely event your order status shows as "Pending", please get in contact with us so we can look into your order and determine the issue.

Why hasn't my order shipped?

Most commonly, orders have not shipped because either 1) the order contains preorder items that have not yet been released yet, or 2) because there was an issue during the billing process.

Please contact us at storesupport@nisamerica.com with your order number, and we will happily look into the reason why your order has not shipped.

Damage/Missing Items/Returns

Return Policy

We will accept returns of damaged/defective products if we are contacted by the customer within 14 days of the delivery confirmation on your tracking number.

Returns will require the following:1) The item MUST be in its original plastic shrinkwrap. 2) The return must be approved by an NISA Online Store representative. Please contact us at storesupport@nisamerica.com.

Note: If your order has already shipped before you request to cancel your order, we will have to ask for you to pay for the return shipping. Please note that in many cases, orders can instead be marked as "RETURN TO SENDER" or refused upon delivery to have it sent back to us at no further charge. We appreciate your understanding.

Giclees are not eligible for returns or exchanges, as they are made to order.

Exchange/Replacement Policy

We are happy to do our best to help address any damage claims created within 14 days of the delivery date as shown on your tracking number, and if replacement components are available. Due to the low quantity made of our Limited Editions and other products, we only have a certain amount of replacement components and items available specifically for this use. These replacements are available only while supplies last.

Please detail what is damaged within your order, and we will do our best to offer a replacement component. In most cases we have replacement outerboxes, art books, soundtracks, and other components available to send as replacement units.

If a full replacement is needed for your product, and we have sufficient stock to replace your unit, then we will provide a shipping label for you to use, and ask for your product to be shipped back to our office. Once we receive the item, we will be able to ship you one replacement. All our products are packed with great care in preparation for shipment, although we cannot control all aspects of the shipping process as it is handled by a third party. If additional assistance is needed after the first replacement, we will need for the customer to pay for shipping on any additional replacements.

Please note that we are only able to accept full units for replacement if they are still sealed. Additionally, a replacement may not be shipped until the damaged unit is shipped back to our address.

Please send any damage claims to storesupport@nisamerica.com

Website issues

What is "Error Code 106"?

"Error Code 106" can happen if more than five digits are entered into the ZIP code field. Even if you know your full ZIP+4 number, please only enter the first five digits into the ZIP code box. Our warehouse will automatically ship your order using the full ZIP+4 code once they receive your shipment information.

Wrong: 12345-6789Right: 12345

What is "Error Code 146"?

"Error Code 146" occurs when more than 15 characters are used in the Customer Name field. If you receive this message, please ensure you have split your name into the First and Last name fields, and please abbreviate where able.

What is "Error Code 148"?

"Error Code 148" occurs when more than 50 characters are used between the Address 1 and Address 2 lines of a shipping address. Please abbreviate your shipping address where able, and please split the address between both the Address 1 and Address 2 lines.

What is "AVS Mismatch"?

"AVS Mismatch" occurs when the billing address you have entered on your order does not match the billing address the financial institution that operates your payment method has on file. If this happens, we recommend getting in contact with your bank and verifying the address they have on file for your card. If you have recently moved, but have not updated your information with your bank, you may wish to try and use your previous address for the billing address.

Under Shipping Method, it only says "Sorry, no quotes are available for this order at this time."

The NISA Online Store is able to ship to many locations around the world. However, we are unable to ship to addresses in the PAL region. Attempting to create an order on our store using a shipping address in the PAL region will result in the error message of "Sorry, no quotes are available for this order at this time." To check if you are in the PAL region, please view the list of countries provided below.

If you live within the PAL region, please visit our sister site NISA Europe Online Store. The NISA Europe Online Store was created in order to give our fans in Europe and Australia a place where they can order PAL versions of items, if we have the opportunity to offer them. Please note--although we always try to bring our titles to as many regions as we can, we are not always able to make all titles available in both the NISA Online Store as well as the NISA Europe Online Store.

Please also note that due to licensing restrictions, NISA Online Store is unable to ship any items to Japan. We apologize for any inconvenience this may cause.

When I try to add an item to my cart, it only says "Requested Quantity Not Available"

If an item has recently gone out of stock, you may receive the message "Requested Quantity Not Available" when attempting to add the item to your shopping cart. This message means we do not have any remaining stock of this item at this time.

What are Reward Points?

For every completed order that is linked to an NISA Online Store account, you will receive 5 reward points for every whole dollar spent, before tax and shipping are calculated. These points will be stored in your account, and do not expire!

Once you have a balance of at least 500 reward points, you will be able to redeem the points at our checkout screen. Every 100 points will give you a discount of $1.

Using reward points will not impact any free shipping offers, if the new balance falls below the free shipping threshold.

How do I redeem Reward Points?

In order to redeem reward points during the checkout process, you must have a balance of at least 500 reward points, and be logged into your NISA Online Store account. A check box will appear under "Payment Method" allowing you to redeem your reward points.

PayPal users, please note that you will not be able to redeem reward points using PayPal Express Checkout. If you wish to redeem your points, please use our store's checkout page. You will have an option to redeem your reward points, as well as pay via PayPal.

Other

Giclees

Giclees are canvas prints that have been enhanced by professional artists who add a layer of clear acrylic paint brush strokes over the canvas to add texture and detail. Giclees purchased from our Online Store are produced "on demand."

Giclees take about two weeks to be created, as they need to be printed, enhanced, and allowed to properly dry before shipment. Giclees will ship directly from our manufacturer--please note that for orders with additional items, the giclees will ship separately, and will typically arrive about two weeks after the rest of your order.

As giclees are made to order, they are not eligible for returns or exchanges.